Central Reservations Agent

Reservation Agent

Seasonal, part-time

Location: Remote

Pay: $18/hour base wage, plus customer-service & upsell based incentives

Requirements

• Comfortable navigating multiple computer programs at once (reservation software, shared inbox, phone systems – we'll train you on our tools)
• Reliable high-speed internet and a quiet home workspace
• Availability for weekend and holiday shifts, our busiest periods
• Previous call center experience preferred, not required!

Daily operations are divided into 8am - 4pm or 10am – 6pm shifts (time zone is defaulted to Mountain Time). Start date of Dec 5th.

We can support remote work for this position in the following states: California, Colorado, Idaho, Montana, Utah, Vermont, and Wyoming.

About Us

Ski Butlers was founded in 2004 to take the hassle out of renting equipment and to bring our shared love for the mountains to customers, partners, and team members. We have cultivated an extraordinary team culture over the past 20 years, rallying behind collaboration, teamwork, accountability, and fun above all else. Our mission is to make ski vacations convenient by tapping into our shared passion, culture, and fun work environment to create a customer experience unlike any other.

Ski Butlers is the global leader in ski and snowboard rental delivery, now servicing over 40 resorts in North America and Europe. This was made possible by embodying our 5 core values listed below:

Service | Simple | Purposeful | Curious | Give

Delivering exceptional service, being purposeful, keeping it simple, remaining curious and giving back to our communities amounts to the foundation Ski Butlers was built on. As team members, we don't stop there. Our culture is about being a part of something bigger. Whether it's contributing to our net zero climate initiatives, building lifelong friendships or making a customer's vacation memorable, a job at Ski Butlers will be the best decision you make.

About the Role

As a reservation agent, you are the first point of contact for a high percentage of our customers. In this position, you will be responsible for walking our customers through the reservation process, ensuring a high standard of accuracy and clearly communicating our service details. You'll also upsell additional products and features we offer, answer customer questions about our services and resorts, and get our customers excited for their ski vacation. Our call center is open 8 am - 6 pm Mountain Time, 7 days a week.

Primary Responsibilities

• Answer incoming calls and assist customers in booking ski and snowboard rentals, taking detailed notes on each call
• Answer guest questions about our service, locations, and equipment
• Upsell helmets, high-performance boots, damage insurance, and goggles based on customer needs
• Call back missed calls/pending orders/loyal returning guests, answer emails and voicemails throughout your shift
• Stay ahead of online bookings for your assigned markets, placing them and verifying missing information (we use Inntopia and Aspenware – we'll train you)

Secondary Responsibilities

• Contact guests staying with our lodging partners for potential sales opportunities
• Align with our local shops to assist in any modifications, switch outs, pick-ups and to maximize revenue during peak period
• Ensure brand standards are met in each conversation to maintain our award-winning customer service

Perks and Benefits

• Free Alterra Mountain Company Employee pass
• Unlimited access to all Alterra Mountain Company owned resorts
• Ability to upgrade to full Ikon Pass at heavily discounted rate
• Ability to ski regularly*
• Barring blackout dates at Deer Valley
• Access to 645+ industry discounted brands through Expert Voice
• Discounted access to Rossignol/Dynastar/Lange equipment
• 401K benefit and match for ALL staff members over 18 years old
• Local ski pass reimbursement of up to $500 – in order to be eligible for reimbursement, you must work through your agreed upon end date

Ski Butlers is a standalone business within Alterra Mountain Company's family of mountain destinations.

Alterra Mountain Company is a family of iconic year-round mountain destinations, the world's largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 60 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure.